Senior Director Customer Success
Location: United States, Work at home
Job category: Business Development
Language: English
Are you passionate about building relationships with clients and being their trusted advisor??
Do you have experience in the Customer Success or Account Management fields?

LOCATION REQUIREMENTS

Must live and work in the United States.

• Oversee a portfolio of 5-10+ brand partners, serving as a trusted advisor to drive high-value relationships and results.
• Attain a Net Promoter Score (NPS) of 75+ and a Customer Satisfaction score of 90%+ by fostering strong partnerships.
• Engage proactively with partners through consultative communication, delivering consistent value throughout the customer lifecycle.
• Monitor customer health score models to track satisfaction and engagement, swiftly addressing at-risk accounts to maintain a voluntary churn rate under 5%.
• Identify and pursue growth opportunities within accounts to support portfolio expansion through strategic account management.
• Collaborate cross-functionally with Awesome CX sales, marketing, consultative services, operations, and digital teams to drive integrated growth initiatives.
• Develop and implement scalable best practices and processes that ensure consistent, measurable customer value throughout the customer journey.
• Drive engagement and service quality through playbooks, onboarding programs, and customer advocacy efforts.
• Partner with customer success and operations teams for budget forecasting, strategic planning, and performance evaluation.
• Analyze partner data to proactively identify trends, address challenges, and support customer retention and growth.
• Participate in regular revenue reviews with the team to maintain alignment with financial goals and strategic priorities.
• Lead in-person and virtual meetings with brand partners for business reviews, upsell presentations, and relationship building